Onsite Deskside Support - Zug, Switzerland

At Slipstream, we work to streamline IT Support and provide managed solutions with a strategic consulting and global leadership management approach. Our solutions are designed exclusively for emerging pharma and biotech organizations.

Slipstream’s industry-leading solutions free clients from the demands of internal IT and allow them to rapidly advance their mission. Led by a leadership team that has been together for over 10 years, you will join a proven team, culture, and strategy to drive innovation within the IT outsourcing industry while developing your skillset with the opportunities for internal growth.

Responsibilities

REQUIRED:

Professional fluency in both German and English, written and verbal, is a must.

• Anticipate and/or escalate issues proactively to ensure quick response/resolution times
• Acquire and maintain knowledge of current support policies and methods of support delivery to provide accurate solutions to customers
• Adhere to ticketing processes and documents issues appropriately and in a timely fashion.
• Focus on proactive tasks as they are the foundation for increased system performance and reduced reactive tasks
• Demonstrate advanced knowledge of ITIL concepts
• Retrieve passwords from password tool
• Ensure compliance with Synoptek’s document security standards and policies
• Remain quality conscious via phone and email with both technical and non-technical customers
• Write formal/informal documents/presentations based on a structured outline, conveying a point of view to the work team
• Manage audience expectations by specifying actions and their expected timeline
• Ensure compliance with the client’s code of business ethics, standards, and policies
• Use advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more
• Evaluate issues to determine the problem and identify the source and possible solutions using critical thinking skills
• Draw connections between various aspects of a problem, and propose viable solutions that have been tested
• Navigate between the amount of time spent on a ticket determining plan of action and escalating the issue to provide excellent customer service
• After solving an issue, review the troubleshooting to achieve more efficiency in the future
• Use and contribute to resources such as the Knowledgebase in the Synoptek portal to aid in issue resolution and increase efficiency
• This position may require on call work and/or the need to work off hours

Slipstream IT is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation or identity, national origin, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Slipstream IT makes hiring decisions based solely on qualifications, merit, and business needs at the time.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.